Navisite CEO Offers Information on Alabanza Datacenter Migration Fiasco

A note from the desk of CEO Arthur Becker

Dear Alabanza Customer,

I want to extend my most sincere appreciation for your patience and forebearance as we resolved the technical issues that disrupted service during the planned data center migration from Baltimore, MD to our SAS70 certified facility in Andover, MA.

I understand that this has affected your business and your customers, and apologize for the inconvenience and disruption. This is not the standard for NaviSite. While we had planned this migration for months, we did not anticipate a number of scenarios that became major issues during the execution of the migration. Despite the fact that we have acquired a number of companies during the past few years and both consolidated data centers and migrated data, we had never encountered the series of problems that we saw earlier this week.

In preparation for this migration, NaviSite made significant investments to refresh and update the underlying server infrastructure for the Alabanza customers in our Andover data center. This new platform is built upon several state-of-the-art technologies including SUN virtualization hardware with VMWare and EMC storage area networks. The environment is designed to dramatically improve scalability and reliability, and provides more elastic computing. In addition, given NaviSite’s commitment to the Green Grid initiative, the new infrastructure is also more environmentally friendly.

During the migration process, NaviSite mobilized an unprecedented number of technical and support personnel to focus on restoring service with a 24×7 coverage, and opened up multiple communication channels, including its web site and inbound telephone centers in the US and in our India office to inform and assure customers.

As our technical experts identify the root cause(s) of the process failure we will design appropriate remediation programs to accommodate the service disruption. We will also host an all hands conference call for our Alabanza customers in the near future so that we can communicate the reasons for this service disruption in greater detail.

Once again, thank you for your forbearance, patience and understanding.

Best Regards,

Arthur Becker
Chief Executive Officer
NaviSite, Inc.

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Navisite Datacenter Migration – November 9th, 2007 – 8:30 AM

Another update from Navisite –

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We continue to make progress with the environment and while you may not have direct visibility into the support staff, there has been and will continue to be an extended client care and technical engineering staff maintained in the data center on a 24×7 basis to resolve migration issues.

A significant number of servers came out of our QA process last night and were handed off to clients for confirmation and we are now down to a final set of tickets which is becoming more of a combination of migration issues and production run-time support.

We truly appreciate your patience throughout the migration. We recognize your pain points and all of us have been working to fix these issues as our only priority.

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Navisite Datacenter Migration Update – November 8th, 2007 – 11:00 PM EST

We now have more than 92% of the servers on-line and more than 95% of user domains live. Remaining servers are being worked on and are at various stages of resolution. We expect that the migration process will reach a steady state of completion during the night when 99% or more of the domains will be on-line. A small percentage of domains may still need additional work for individual issues and we will continue to address them. We expect this number to be very small and close to normal maintenance levels.

We truly appreciate your patience throughout the migration. We recognize your pain points and all of us have been working to fix these issues as our only priority.

While we have received complaints, we have also received compliments on our efforts.  We received some feedback that the new environment is working better than the previous one. Moving to a faster and better platform was the rationale for the data center migration, and we already are beginning to hear some positive news.

Our engineers are working throughout the night to bring all sites back up as soon as possible.

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Navisite datacenter issues still ongoing!

It’s amazing to me, nearly 6 full days into this fiasco, and there are still clients down to the outage based on near incompetence on the part of Navisite.  Here is another story highlighting the issues that are still ongoing at Navisite.

http://www.eweek.com/article2/0,1895,2214094,00.asp

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Navisite Datacenter Update – Alabanza Migration – 5:00 PM EST

Here is the most current update from Navisite on the Alabanza datacenter move.

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We are bringing up more servers on-line and more than 90% are currently up in the environment. All of the servers have been worked on and analysis completed with most being in Quality Assurance (QA).

We currently anticipate bringing the migration process to a steady state completion this evening. Production level service issues, if any, will continue to be addressed.

Our engineers are working throughout the evening to bring all sites back up as soon as possible. Please call our main support number 1-888-264-4662 if you have any questions.

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Navisite Datacenter Update – November 8th, 2007 – 8 AM EST

No new major issues have been reported and we are on track bringing up more servers on-line. Approximately 75% of the servers are now live, and we currently estimate to have all of them on-line by later this evening.

We appreciate your patience – our engineers are working around the clock to bring your sites back up as soon as possible.

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Navisite Datacenter Update – November 8th, 2007 – 6 AM EST

Over the last 24 hours we have made significant progress toward restoring all clients’ service. We will continue to press until we are confident that every customer is completely restored and their remaining issues are cleared.

We truly appreciate your patience and partnership in helping us resolve the issues of the last few days, and we are confident that we will have the large majority of remaining client issues resolved shortly.

You can expect further communication from us again later today.

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